IMPROVING THE NEW HIRE ONBOARDING EXPERIENCES
NEW HIRE ONBOARDING | CHAT | RESPONSIVE WEB | CLOUD
The Business Process Outsourcing (BPO) Candidate hiring in the BPO industry is incredibly competitive, with less than 80% of candidates getting accepted and starting work. To make the onboarding experience for new hires a key differentiator in their recruiting efforts, leading US-based Customer Support firm, C3 Customer Contact Channels, partnered with Hyperlab to provide and engaging and intelligent candidate journey.
Hyperlab began with a user study to identify what key areas that would ensure pre-onboarding engagement. The advisory team also investigated weak points in C3's onboarding process that needed to be addressed. The design team researched the exact demographical needs they would need to cater for when building the user interface.
Our research showed that additional engagement with candidates before joining would stop the leaks. Key Employee Engagement Insights:
Key Employee Engagement Insights:
- 87% of candidates want access to HR documents before they join a company
- 67% of candidates want more transparent access to benefits information
- 50% of candidates become anxious about work expectations leading up to their first day
The design team found that the target user would prefer ease of usability and something that would be very intuitive in its nature.
Using this research, Hyperlab used Bot Studio to build Ana, who intelligently guides candidates from job search to their first day on the job, providing them with 24/7 access to information about C3, its culture and work environment.
Ana integrates directly into Workday to provide real-time job openings to prospects, assist with applications and personalize notifications. Once a candidate is hired, Ana executes a T-30 engagement program, designed to keep them well informed, via SMS and easy to chat-with mobile app.
Over the past year, C3 has improved it's application-to-fulfillment rate to an industry leading 94%. It has also won 3 Stevie Awards for the innovative use of HR technology. Ana is now being advanced to support additional roles in the Human Resource Department.
"Ana was developed in the Everise DXLab, powered by Hyperlab, and will truly revolutionize the way we attract and onboard new talent. This is the perfect tool to engage with applicants who are younger, more digitally-savvy and deliver the beginning of an employment experience that is unique and rewarding."